Customer Service Representative
Resume:
NI’CANDRA EUBANKS
********.*********@*****.***
Self-motivated Customer Service Coach Professional; having provided World-Class Customer Service in various industries including: Banking Industry, Telecommunications Industry and Retail Industry. Strong passion for leading and coaching teams, building relationships and solving complex problems.
EXPERIENCE
10/2020 TO PRESENT
LEADERSHIP COACH
Bank of America, Ft. Worth, Tx
Fraud Analyst Coach that assist new hires during classroom development and on the job training; excelling new hires into experts. Performing complex judgmental reviews of high-risk activity to maximize approval of legitimate transactions, minimize client impact at the point of sale. Identifying fraudulent activity and restrict account activity, when necessary, to avoid further risks. Mitigate loss and remediate client impacts to ensure client protection and security is top priority. Detect fraudulent attempts and ensure prevention.
09/2019 TO 10/2020
CUSTOMER SERVICE TRAINER
ETCC, Richardson, Tx
Researched and resolved issues by responding to escalated inquiries, researching information, providing information to service representatives, following up on calls to ensure high service levels, interacting with customers on the phone, via email, webchat and in person, and working with third party agencies and managers to resolve issues.
02/2017 TO 03/2018
CUSTOMER SERVICE REPRESENTATIVE
IQOR USA, DALLAS, TX
Assisted customers with balancing a cellular plan; analyzing the best and resulted options between contract and un carrier cellular providers, accepted payments with all payment methods to keeping an organized bill, provided grievance and best possible options to irate customers before escalation is reached.
03/16 TO 02/2017
CASHIER
WALMART SUPERCENTER, DALLAS, TX
Greeted each customer with a smile and world-class customer service, while scanning and handling cash, debit and credit card payments. Accurately handled returns and any inquiry.
EDUCATION
MAY 2016
HIGH SCHOOL DIPLOMA, skyline high school, dallas, tx
Honors Graduate
4.0 GPA
SKILLS
Active listener
Phone etiquette
Complex problem-solving
World-Class Customer Service
Detailed oriented
Great communication/coaching skills
Observation and analysis
Motivation and team building
LEADERSHIP
Leadership Coach
Proctor/Facilitator
SOFTWARE
Microsoft Office Suite
Remedy
TSYS
Model/Boss
Interact
SharePoint
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